The Challenge
A century-old EdTech company lacked a formal Customer Success function. Their support team operated reactively, engaging only when customers raised issues. This approach led to:
- Elevated churn rates
- Poor product adoption
- Sales reps diverted from new business to handle post-sale tasks
The Solution
We implemented a proactive customer engagement system:
- Mapped the entire customer journey to identify friction points (implementation, onboarding, renewal)
- Designed automated outreach to engage customers before issues arose
- Redeployed underutilized sales team members into the newly formed Customer Success team
- Introduced tracking systems to measure engagement and drive continuous improvement
The Results
✅ Achieved 100% proactive outreach to every customer before their go-live
✅ Eliminated sales involvement in post-sale activities within 12 months
✅ Increased renewal rates to near 100%
✅ Doubled upsells, with half closed through just two emails
✅ Enhanced Customer Success productivity:
- Year 1: 12 CSMs handled the workload equivalent to 80 people
- Year 2: Productivity doubled again
- Ongoing: Achieving 20–50% productivity gains year over year
Initially, the sales team resisted the changes. Twelve months later, they couldn’t imagine reverting to the old system.
The Takeaway
Having Customer Success Managers isn’t enough. You need a Customer Success System that:
- Predicts customer needs
- Engages at the right moments
- Reduces churn and unlocks expansion
- Enhances team productivity without increasing headcount
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We specialize in building such systems.
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